Piyushbhai Gopani
Cambridge,ON
Summary
Detail-oriented Technical Support with extensive experience in telecommunications, retail and customer service. Troubleshoots highly technical, complex issues with ease and patience. Delivers Tier 2 and 3 support knowledge.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Technical Support Advisor 2
Concentrix Technologies Services (Canada) Ltd.
06.2022 - 04.2023
- Assist external/internal users of the client's technical products or services; identify, investigate, research, and provide resolution to user questions and problems that lead to < 40% assistance call
- Troubleshoot basic to complex customer issues that are technical in nature, including hardware, software, networking, or other designated client products
- Follow an appropriate escalation path to resolve technical issues; including making follow up outbound calls to customers or other parties as needed
- Solve problems that are generally unstructured and require extensive use of conceptual thinking skills
- Serve as a resource to other support personnel
- Key Performance Indicator ('KPIs') achieved of >85% all the time
- Greet customers in a courteous, friendly, and professional manner using agreed upon procedures
- Listen attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customer
- Participate in activities designed to improve customer satisfaction and business performance
- Log all incoming calls and accurately complete case notes in the call tracking database.
- Reduced call wait times for customers by efficiently prioritizing support requests and managing time effectively.
- Collaborated with cross-functional teams to identify recurring technical issues, resulting in improved product quality.
- Utilized remote access tools effectively to diagnose system faults remotely, reducing the need for costly onsite visits from technicians.
- Improved overall user experience by providing personalized assistance based on individual client needs.
Technical Support Rep
Gatestone & Co
02.2021 - 05.2022
- Troubleshooting and Delivering solutions for the technical difficulties faced by the consumers over phone and live engage environment by using several tools at our disposal
- Troubleshooting Internet, Cable, and webmail services for consumer, based on standard protocols and documenting it on ServiceNow to maintain Case and to produce it as and when required.
- Maintaining confidentiality of customers' non-public information
- Escalating critical tickets and timely follow up with clients.
Customer service executive
Idea telecom
07.2016 - 06.2018
- Answer inbound calls attentively and address customer issues
- Create a case or ticket in the system to maintain accurate information
- Identify the root cause of customer service concerns and resolve them efficiently
- Seek assistance when necessary
- Ensure issue resolution through follow-up checks.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Answered constant flow of customer calls with minimal wait times.
Education
Google IT Support
Coursera
Online2024
Post-Graduate Certificate in Project Management -
Conestoga College Institute of Technology And Advanced Learning
Kitchener, ON04.2020
Post-Graduate Certificate in Integrated Marketing Communications -
Conestoga College Institute of Technology And Advanced Learning
Kitchener, ON04.2019
Master of Business Administration - Marketing Management
Gujarat Technological University
Surat, India04.2016
Bachelor of Business Administration - Marketing Management
Veer Narmad South Gujarat University
Surat, India04.2013
Skills
- Remote working experience
- Ticket management
- Data Recovery
- Network configuration
- Software Installation
- Hardware diagnostics
- Remote Support
- Software diagnosis
- Technical Support
- Desktop support
- Network diagnostics
- Customer Service
- Technical issues analysis
- Microsoft Outlook
- Windows 10
- Mac systems
- Call Center Operations
- Project Coordination
- Customer Needs Assessment
- Remote Technical Support
- Problem-solving abilities
- Multitasking
- Problem-solving aptitude
- Analytical Thinking
Certification
- G License
- PR
Languages
English
Full Professional
Timeline
Technical Support Advisor 2
Concentrix Technologies Services (Canada) Ltd.
06.2022 - 04.2023
Technical Support Rep
Gatestone & Co
02.2021 - 05.2022
Customer service executive
Idea telecom
07.2016 - 06.2018
Google IT Support
Coursera
Post-Graduate Certificate in Project Management -
Conestoga College Institute of Technology And Advanced Learning
Post-Graduate Certificate in Integrated Marketing Communications -
Conestoga College Institute of Technology And Advanced Learning
Master of Business Administration - Marketing Management
Gujarat Technological University
Bachelor of Business Administration - Marketing Management
Veer Narmad South Gujarat University
- G License
- PR
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